• Call Center Representative

    Location US-IL-Lincolnshire
    Job ID
    53164
    Function
    Marketing
  • Overview

    The Lead Management II is responsible for being the centralized point of contact for end-user customers. This position handles inbound (pre)sales related calls, chats, web inquiries, and emails from customers, qualifies leads and allocates them to sales teams or channel partners. Ensures appropriate follow up action is taken.

    Responsibilities

    • Provides call handling for all end-user customer inquiries (phone, email, chat, webform, tradeshow and social media); tracks all transactions in the lead mgmt system.
    • Follow-up on campaigns and data verification calls as and when required by Regional Marketing 
    • Ensures all inquiries are followed up and their status updated in the system to secure marketing database and reporting accuracy .
    • Possesses a basic understanding of the whole Zebra Technologies product & solutions portfolio and latest Zebra product releases to support all type of inquiries and follow up on them accordingly
    • Promotes a positive image of product, technical skills and company commitment to provide quality customer service
    • Ensures Zebra’s sales resources and partners receive qualified leads
    • Supports Sales/Partners by updating leads and data in the system on their behalf, assists with Allocation and program system rules
    • Provides daily quality reporting and maintains accuracy, Trouble shoot and investigate lead transactions
    • System training to Sales & Partners
    • Qualified leads and support to Sales and Partners on lead management
    • Quality and complete data in the system
    • Reports for quality and lead generation metrics
    • Pre-sale support to customers
    • Outbound demand general call support as required.

     

    Qualifications

    • Preferred Education:
      • Associates Degree or equivalent work experience
    • Preferred Work Experience (years):
      • 2-5 years experience in customer support, marketing or sales support
    • Key Skills and Competencies:
      • Team worker
      • Action oriented
      • Customer focused
      • Results driven
      • Strong problem solving
      • Excellent time and task management
      • Ability to multitask
      • Excel/PowerPoint
      • Strong communications
    • Awareness
      • Product portfolio and solutions knowledge
      • Strong interpersonal and communication (written and verbal) skills
      • Calm and confident telephone manner

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